Shipping policy

Welcome to Heisen Blue! This Shipping Policy explains how we handle orders placed through our website, https://heisenblue.com. By placing an order with us, you acknowledge that you have read, understood, and agree to the terms of this Shipping Policy.

This policy explains where your order ships from, how long it takes, and what happens when something goes wrong. It applies to orders placed at heisenblue.com.

1. Where we ship

We ship to Canada and the United States only. We do not ship anywhere else. Methylene blue is treated differently across jurisdictions and we would rather not put your order at risk in customs. If you are outside North America, write to us and we will tell you honestly whether we can help.

2. Order processing

  • Orders are packed and handed to the carrier the following business day.
  • The daily cut-off is midnight Pacific time. Orders placed over a weekend or a statutory holiday go out on the next business day.
  • You will get a tracking number by email as soon as the label is created.
  • If an item is out of stock, we will email you before charging or shipping the rest.

3. Shipping costs

  • Free standard shipping on orders over $40, in both Canada and the USA.
  • Below that, shipping is calculated at checkout based on destination.
  • Canadian PO boxes carry a $10 charge, waived on orders over $100. PO boxes and parcel lockers work in both countries — just make sure the box or locker number is in the address line at checkout.

4. Shipping in Canada

Canadian orders ship from our own facility in Vancouver, British Columbia via Canada Post or Intelcom. Because the order never crosses a border, there are no customs delays and no import fees.

Region
Typical delivery
British Columbia
3–4 days
Alberta, Saskatchewan, Manitoba
4–6 days
Ontario, Quebec
5–7 days
Atlantic provinces
6–9 days
Territories
7–12 days

Business days after dispatch. Remote and northern postal codes can take longer.

5. Shipping in the USA

US orders ship domestically from our warehouse in Texas via USPS. Shipping from inside the US is what avoids customs delays and import fees — your order never crosses a border.

Region
Typical delivery
Texas and neighbouring states
3–4 days
Midwest and South
3–5 days
East and West Coast
4–7 days
Alaska and Hawaii
6–10 days

Business days after dispatch.

6. Customs, duties and taxes

There are none. Canadian orders ship domestically from Vancouver and US orders ship domestically from Texas, so nothing crosses a border on its way to you.

7. Tracking and delays

  • Every order ships with tracking.
  • Carrier scans can lag by a day or two, especially over weekends. A tracking number that has not moved is usually still in transit rather than lost.
  • If there has been no movement for five business days, reply to your dispatch email — please do not place a new order. We will open a case with the carrier and, if the parcel cannot be located, send a replacement or refund you in full.

Delivery estimates are estimates, not guarantees. We are not responsible for delays caused by weather, carrier disruption, strikes or other events outside our control, but we will keep you informed when we know about them.

8. Address changes

If your order has not shipped yet, reply to your confirmation email straight away and we will update it. Once a label is created we cannot redirect the parcel. Address changes must be requested within 12 hours and cannot be guaranteed once processing or shipping has begun.

9. Undeliverable or refused parcels

If a parcel is returned to us because the address was incomplete or delivery was refused, we will refund the order minus the actual shipping cost. If you would prefer it reshipped, tell us and we will quote the cost.

10. Damaged parcels

Amber glass survives shipping well, but occasionally a parcel takes a hit. Send a photo of the bottle and the outer box to info@heisenblue.com and we will replace it. No return is required.

11. Contact

Email info@heisenblue.com with your order number. A person replies, usually within one business day.